2012 ANNUAL REPORT - ttc.ca

1 2012 ANNUAL REPORT . In 2012, the TTC produced a series of unique posters for a campaign dubbed, Moving Toward a Better Tomorrow. Five distinct posters were displayed in TTC. subway stations and vehicles to inform transit riders about the importance of better transit funding, transit investments, how the TTC is improving the customer experience and the value the TTC has on an individual's personal budget. One of those posters is featured on the cover of this ANNUAL REPORT . The campaign can be viewed online at THE TTC BOARD. Karen Stintz Maureen Adamson Chair Vice-Chair Board Members Maria Augimeri Glenn De Baeremaeker Raymond Cho Josh Colle Nick Di Donato Alan Heisey Peter Milczyn John Parker Anju Virmani LETTER FROM THE CHAIR. 2012 A year of transition The year 2012 was one of transition at the Toronto Transit Commission.

2 I am thankful to have been re-appointed Chair of the TTC by Toronto City Council. We welcomed Andy Byford as the first CEO of the TTC . a gentleman I was happy to recruit with former Chief General Manager Gary Webster. I must add that Andy, myself and many in the TTC family are truly appreciative of the service Gary gave to the TTC and our city. With new leadership comes new vision. We continue to strive for TTC. customer service excellence, which we have now ingrained in our team top to bottom. City Council added four new citizen members to the Board, including our new Vice-Chair, Maureen Adamson. They will bring new perspectives on the needs of our customers. Toronto caught its first glimpse of our new, spectacular streetcars, which will start operation in 2014 and will eventually provide over 250,000 daily TTC streetcar customers with their first new vehicles in over 25 years.

3 With the signing of a master agreement with Metrolinx in November 2012, I am very happy that the TTC will be the operator of 52 new kilometres of Light Rail Transit being built by Metrolinx over the next decade. These LRT lines are long-needed, higher-order of transit infrastructure investment, which will make our city one. I am truly thankful to my fellow City Councillors who helped secure these lines for Toronto. Finally, I want to thank my fellow Board Members for their continued service and the entire TTC team for their dedication and hard work in striving for a transit system that makes Toronto proud. Karen Stintz Chair Modernizing the T TC. Our Vision is to be a transit system that makes Toronto proud. Our Mission is to provide a reliable, e cient, integrated bus, streetcar and subway network that draws its high standards of customer care from our rich traditions of safety, service and courtesy.

4 Our Challenge is to keep Toronto moving as we transform public transit and modernize the TTC. Our Core Value is valuing time. For most, public transit represents the fastest and most cost-e ective way to move around Toronto. At the TTC, this means valuing both the quality and quantity of time our customers spend with us. Valuing time lies at the heart of everything we do and everything we measure it's a strong and deep-seated principle that will guide us forward. LET TER FROM THE CEO. A transit system that makes Toronto proud In 2012, I was honoured to be appointed as the first Chief Executive O cer of the Toronto Transit Commission. Building on the good work of Chief General Managers before me, I have set out to transform the TTC top to bottom, in a five-year process that will renew equipment, processes and company culture.

5 Last year was the base year in a five-year plan to modernize the TTC. and to put the customer at the centre of everything that we do. Our focus was on laying the foundations for a more business-like approach to running the third largest transit system in North America. A key element of this work was to develop a vision statement for the TTC: a transit system that makes Toronto proud. A suite of corporate objectives was then identified to describe what we will deliver to meet our vision, and key performance indicators were put in place to measure our progress. Put together, these elements form the inaugural five-year TTC Corporate Plan. The year also saw implementation of a major reorganization of the company to create centres of excellence in front- and back-of-house activity.

6 Coupled with the creation of a Strategy and Customer Experience Group to identify what customers want, two new delivery groups have been set up with a mandate to make our service more reliable, punctual and pleasant. Key to our success is people performance so the emerging Corporate Plan lays great emphasis on delivery of consistently excellent service that makes riders feel valued. The year was not without its challenges. Subsidy from the City was frozen at 2011 levels against a backdrop of ever-increasing levels of ridership, meaning that in real terms, subsidy-per-rider continued to decrease. Further progress was made to reduce the cost base of the company to ensure that service levels could be maintained or enhanced, despite the lack of additional subsidy support.

7 On the capital front, investment continued to be made in additional capacity and state-of- good-repair projects. In coming months, I will continue to lobby for more equitable and predictable funding from all levels of government to allow the TTC to meet Toronto's growing transit needs and keep this great city moving. Last year also saw the TTC deliver a number of quick-win projects to demonstrate intent on the part of the new management team to improve service to customers. Acting on customer feedback, every public washroom was refurbished and subjected to more regular cleans;. debit/credit facilities were rolled out to all subway sales points to aid fare purchases; and end-of-line train cleaning was introduced to provide cleaner subway cars throughout the day.

8 At the same time, steps were taken to usher in a culture of greater openness, transparency and accountability that included the posting of daily performance data on the TTC website. In 2013 we will continue to see the TTC focus on safety as its number- one priority. Customer service will receive a similar level of attention, and the company will launch its inaugural Customer Charter, committing the TTC to 31 specific, time-bound improvements to be delivered by year-end. The TTC will continue to provide safe, reliable service through the e orts and professionalism of its 12,500 sta . While there is much to do to achieve excellence, it is to the credit of our dedicated sta that we provide million customer journeys a day, and growing, mostly without incident. There are many new and exciting things happening in transit in Toronto new-generation subway trains entering service each month.

9 Accessible low-floor streetcars on the near horizon; a new subway line under construction to name just a few. I am convinced that the TTC. will deliver its vision of a transit system that makes Toronto proud and I am determined to do just that. Andy Byford Chief Executive O cer Consolidated Financial Statements of TORONTO TRANSIT COMMISSION. Year ended December 31, 2012. 2012 ANNUAL REPORT | Page 1. TORONTO TRANSIT COMMISSION. pwc June 14, 2013. Independent Auditor's REPORT To the Members of the Board of the Toronto Transit Conunission We have audited the accompanying consolidated financial statements of Toronto Transit Commission, which comprise the consolidated statement of financial position as at December 31, 2012 and the consolidated statements of operations and accumulated surplus, net debt and cash flows for the year then ended, and the related notes, which comprise a summary of significant accounting policies and other explanatory information.

10 Management's responsibility for the consolidated financial statements Management is responsible for the preparation and fair presentation of these consolidated financial statements in accordance with Canadian public sector accounting standards, and for such internal control as management determines is necessary to enable the preparation of consolidated financial statements that are free from material misstatement, whether due to fraud or error. Auditor's responsibility Our responsibility is to express an opinion on these consolidated financial statements based on our audit. We conducted our audit in accordance with Canadian generally accepted auditing standards. Those standards require that we comply with ethical requirements and plan and perform the audit to obtain reasonable assurance about whether the consolidated financial statements are free from material misstatement.